Job Description

As a Customer Retention Specialist, your core mission is to drive loyalty, reduce churn, and protect revenue within our existing customer base in the Medium Segment Product stack. You will work closely with Business Partners and Distributors to execute retention strategies that enhance customer experience, build lasting relationships, and ensure continued value realization for our clients.




This role requires a proactive, agile, and customer-centric individual who thrives in a collaborative environment. You'll play a critical part in managing the end-to-end renewal process alongside renewal agents, identifying opportunities for upsell or migration, and ensuring a seamless experience for every customer interaction.




Location - 3 days per week out of our Johannesburg office.

Key Responsibilities

- Retention Execution & Renewal Management


- Own and execute renewal strategies through Business Partners and Distributors to ensure timely customer renewals.


- Engage customers to understand challenges and identify opportunities to improve satisfaction and value delivery.


- Participate in customer meetings (virtual and on-site) to ensure engagement, relationship strength, and renewal success.


- Accurately forecast renewals and manage pipeline through CRM and reporting tools.


- Track contract changes and ensure renewals are processed within the month of expiry.


- Partner & Customer Relationship Management


- Build strong, trust-based relationships with Business Partners, Distributors, and end customers to reinforce brand loyalty


- Respond promptly and effectively to partner and customer queries or concerns to maintain satisfaction


- Support customer-facing discussions where needed to retain business and resolve renewal blockers.


- Data & Systems Management


- Maintain data accuracy across systems including Netadmin, Salesforce, CRM, and partner/customer portals.


- Drive adoption and compliance of the Contract Lifecycle Management (CLM) framework from inception to renewal.


- Collaboration & Stakeholder Communication


- Work cross-functionally with internal stakeholders, sales teams, and decision-makers to align on renewal strategy.


- Proactively surface and communicate feedback trends, insights, and risks that impact renewals or retention.


- Value Expansion


- Identify and escalate cross-sell, upsell, or product migration opportunities.


- Promote and advocate for solutions that align with customer needs and drive additional value.




Must-Have:


- Proven ability to build and manage professional relationships with internal and external stakeholders.


- Strong sense of ownership, urgency, and accountability in achieving retention targets.


- Excellent verbal and written communication skills.


- Able to work under pressure while maintaining a solutions-oriented mindset.


- Strong analytical skills to interpret customer data and identify trends.


- 3+ years' experience in customer retention, account management, or customer success.


- High level of proficiency in CRM and contract management systems.


- Ability to adapt in a fast-paced, agile work environment.


- Empathy, patience, and professionalism when resolving customer concerns.


- Personal drive to stay up-to-date on product knowledge and industry developments.




Desirable:


- Background in working within a partner-led or indirect sales model.


- Experience in B2B software, SaaS, or tech solutions is advantageous.


Success in this role means being a trusted advisor, a proactive problem solver, and a champion for customer success. If you're driven by customer satisfaction, motivated by outcomes, and thrive in a dynamic environment -- we'd love to hear from you.




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